Complaints and Compliments Procedures
Your comments, suggestions, compliments and complaints provide valuable information that can help us improve our services, practices and processes. We are committed to ensuring that your feedback and complaints are dealt with efficiently, and to getting back to you as quickly as possible.
Definition of a complaint
World Animal Protection Canada considers a complaint as an expression of dissatisfaction concerning its services and processes, whether in terms of equity, transparency, respect, accessibility, diligence or confidentiality. Examples include but are not limited to:
- Failure to observe policies or procedures
- Unacceptable delay in receiving services
- Staff error
- Breaking confidentiality or privacy rules
A complaint must be submitted in writing, either by email or mail. Complaints received by email and mail will be given equal treatment. All complaints are logged and reported to the Board of Directors
Complaints that have already been evaluated by the Executive Director, obtained a final response and are considered complete will not be reopened. Questions that are or have been the subject of legal action will not be examined by the Executive Director. We will not provide any follow-up on complaints submitted anonymously.
If you have any comments, suggestions or compliments regarding our services, grant programs or processes, we’d love to hear from you, whether in writing, by telephone or via social media.
Steps to the Feedback Process
1. Receipt of a complaint or other communication
You can contact the Complaints office at:
Public Complaints Office
World Animal Protection Canada,
960-90 Eglinton Avenue East Toronto,
firstname.lastname@example.org subject line: Public Complaints Office
The communication must include:
- Your name and postal address or email address.
- A description of the subject of your communication (including any relevant details such as the name of the program, your file number, etc.). In the case of a complaint, clearly outline the facts, dates and reasons for your dissatisfaction.
The Public Complaints Office will confirm receipt of your correspondence within five working days.
Feedback expressed publicly via social media will not be dealt with in the same medium and should be referred to the Complaints Office if necessary.
2. Assessment and follow-up
The Complaints Office will assess the subject of the communication and examine complaints regarding World Animal Protection’s services and processes.
Any accepted complaints will be logged and a file will be opened. The Complaints Office will communicate with the concerned parties to clarify the circumstances surrounding the complaint and obtain all relevant information and documentation. Exchanges on the subject of the complaint and any other relevant material will be added to the file.
Accepted complains are reported to the Board of Directors annually at the final Director’s meeting of each fiscal year.
If your complaint is rejected, you will be informed of the reasons why and the case will be considered closed.
If the feedback is a comment, suggestion or compliment, the Complaints Office will assess the measures to be taken on a case by case basis.
3. Settling a complaint
The Complaints Office will communicate with the complainant promptly, using the same format as was used by the complainant, i.e. by mail or email. The Council’s aim is to settle complaints within thirty working days.
The organization’s response will cover all the points raised in the complaint. If you are not satisfied with the response or if you have further information on the subject of your complaint, you may contact us again. When the Complaints Office judges that all relevant points have been covered and that there is nothing further to add, the response will be considered final. The file will be declared complete and you will be informed. All subsequent communications will be kept in the complaint file, but will not be answered.
If your complaint results in any changes the organization’s processes, you will be duly informed.
World Animal Protection does not tolerate any form of verbal abuse, harassment or intimidation of its staff. This includes the following:
- Raising your voice
- Using language/a tone that is aggressive, unpleasant and/or vulgar
- Making direct or indirect threats
- Communicating too frequently and/or at inappropriate times
- Refusing to let the matter drop and accept the responses provided
Any unprofessional behaviour or conduct personally targeting an employee (or anyone working with the Council in a professional capacity) could compromise your relationship with the organization. Any inappropriate communication targeting the organization’s official social media accounts will be removed. Feedback expressed publicly via social media will not be dealt with in the same medium and should be referred to the Complaints Office if necessary.